A new ordinance enacted by SENACON became effective on April 14 bringing changes to the maximum time allowed for a customer to wait for direct contact with an attendant in Customer Service (SAC).

 

The Ordinance determined the suspension, for 120 days, of the maximum time foreseen for direct contact with the attendant due to the restrictive sanitary measures imposed by Covid-19. The suspension may be revised at any time.

 

The Ordinance provides that during the suspension, customer service should preferably take place through (i) the Consumidor.gov.br platform, for companies with national operations; and (ii) in other cases, through the electronic system of state, district and municipal Procons. 

 

The change in the regime or in any of the customer service channels by the supplier must be widely communicated and the information must be highlighted in the supplier’s website for the population’s information. 

 

In addition, the Ordinance determined that the provision of customer service must be proven by submitting biweekly reports to the National Consumer Secretariat and to the sectorial regulatory agencies, when applicable.

 

Ordinance:

https://www.in.gov.br/en/web/dou/-/portaria-n-155-de-13-de-abril-de-2021-314035228

 

Veirano’s Consumer Affairs team is available to clarify any issues or assist in this subject.